The State of IT Service Delivery Survey

IT service delivery is evolving. From artificial intelligence (AI) to cloud-to-the-edge, next generation technologies (NGTs) are changing the way organizations approach IT. Furthermore, shifting customer expectations and the proliferation of the subscription economy dictate a faster, more efficient, and more effective brand of IT.

These trends inspired us to launch the first-ever ‘State of IT Service Delivery’ survey to further understand the current state of IT service delivery – and examine where it leads next. We polled both ServiceNow Knowledge 18 attendees and current LogicMonitor customers. Survey findings include The state of IT service delivery is rapidly changing, with 80% of the respondents have implemented or planning to implement a modern IT solution, such as ServiceNow, in the near future. 

Why are organizations changing their approach to IT? We found that these early movers are motivated by the need to improve efficiency (80%), make better decisions (76%), and deliver a better customer experience (76%). The survey further found that organizations are relying on next-generation technologies (NGTs) and monitoring as they approach this new state of IT service delivery.

Next-Generation Technologies Lead the Way

NGTs are shifting the business landscape holistically, and IT service delivery is no different. Survey participants highlighted four impactful NGTs that will affect their ability to provide good IT service delivery. As these NGTs alter IT service delivery, it will be vital for organizations to understand and track their system’s performance. 76% of respondents list delivering a better customer experience as a driving factor in their investment in IT service delivery. Broken systems or outages produced by a faulty NGT integration diminish customer experience. This leads respondents to emphasize the importance of monitoring.

IT Service Delivery Findings

60% Believe cloud-to-the-edge, data processing at the edge of the network to reduce, will improve IT efficiency. 

60% Believe that the proliferation of the subscription economy will alter IT services. 

57% Anticipate that AI will help to automate error responses and deliver a better customer experience. 

56% Believe digital transformation (DX) will have a significant effect by reimagining the IT process and focusing on key customer touchpoints.

Monitoring is Critical

84% of survey respondents listed the monitoring of devices, apps, and services as an important function of successful IT service delivery. Effective monitoring allows for improved efficiency, better decision-making, and a better customer experience.

Survey respondents also identified the core types of monitoring most important to IT service delivery: infrastructure performance monitoring, app performance monitoring, and log management.

Finally, respondents described two fundamental features of a monitoring solution. 82% believe that the solution should provide context-rich alerts designed to make the response process straightforward and efficient.

77% believe that there should be automated synchronization between the monitoring platform and the CMDB.

Preparing for the New Status Quo

 IT service delivery is changing – NGTs will transform how current processes work. To remain competitive in the shifting landscape, organizations should devise a plan to embrace these NGTs while remaining vigilant in their monitoring processes to ensure an optimal customer experience.

Key Takeaways 

1. Implement a modern solution like ServiceNow: 

87% of survey respondents identified ServiceNow as an important part of their modernization efforts, particularly service management, operations management, and business management. 

2. Focus on Monitoring: 

A modern, automated IT performance monitoring solution like LogicMonitor helps provide visibility into system health and performance to ensure a smooth modernization process.

LogicMonitor’s unified monitoring platform expands possibilities for businesses by advancing the technology behind them.

Originally published July 2018

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